Scenario A
You are the business owner of a local small engine repair shop, and you have been thinking about implementing a knowledge management system for your customer service technicians. You are thinking about this because there are times when some of your technicians know how to fix certain engine problems and others do not. Providing a central knowledge repository could help share troubleshooting and repair knowledge among your technicians.
Scenario B
You are the business owner of a local cleaning service, and you have been thinking about implementing a knowledge management system for your cleaning technicians, especially for those who troubleshoot and solve cleaning problems, such as removing certain carpet and water stains, addressing mold, and selecting the proper tools and products to use for other types of cleaning issues. You are thinking about this because there are times when some of your cleaning technicians know how to properly clean carpets and others do not. Providing a central knowledge repository could help share cleaning knowledge among your cleaning technicians.
After you chose your scenario (A or B), compose a paper that addresses the elements listed below.

Explain the role of knowledge management systems.
Explain what is meant by expert systems.
Explain what is meant by content management systems.
Discuss how the business in the selected scenario could benefit from an expert system and a content management system, and provide two examples for each type of system.
Discuss how the business in the selected scenario could benefit from business intelligence, and provide two examples of these benefits.
Discuss how the business in the selected scenario can use social media to not only obtain information and knowledge but to share it as well, and provide two examples of how the business might use social media information systems.
UNIT V STUDY GUIDE
Social Media Information Systems
and Business Intelligence Systems
Course Learning Outcomes for Unit V
Upon completion of this unit, students should be able to:
2. Explain the similarities and differences of personal knowledge management tools.
2.1 Examine how social media, an information gathering tool, has shaped knowledge and business
intelligence techniques.
5. Evaluate the approaches to developing organizational knowledge management strategies.
5.1 Examine how business intelligence systems are used to manage organizational knowledge.
5.2 Discuss how expert systems and content management systems can benefit a business.
Course/Unit
Learning Outcomes
2.1
5.1
5.2
Learning Activity
Unit Lesson
Chapter 8
Unit V Scholarly Activity
Unit Lesson
Chapter 9
Unit V Scholarly Activity
Unit Lesson
Chapter 9
Unit V Scholarly Activity
Reading Assignment
The following sections from Chapters 8 and 9, which are located in the textbook in uCertify, are not required
for this unit, but the sections still contain beneficial information. You are highly encouraged to read them.
Chapter 8: Social Media Information Systems, Q8-1 – Q8-7
Chapter 9: Business Intelligence Systems, Q9-1 – Q9-8
Unit Lesson
In Unit IV, we discussed the cloud and how the cloud works as well as the types of business processes and
the importance of enterprise resource planning (ERP) systems. In this unit, we will discuss social media
information systems (IS), some innovative applications for social media IS, and the unique applications of
social networking. You will also learn about some practical applications for business intelligence systems,
specifically reporting, the use of animation for reporting on a mobile device, and the advantages of storing
data in the cloud.
After reading the Unit V Reading Assignment, refer back to the Augmented Reality Exercise System (ARES)
scenario at the beginning of Chapter 9. We are introduced to wellness programs, an increasing trend as more
and more people, especially millennials, express the desire to live healthier lives (Hamstra, 2017). Following
this trend are wellness programs sponsored by employers who are looking to help their employees develop
and maintain a healthy lifestyle. Many of the wellness programs can be accessed through mobile applications
(apps), which is a convenient way to review one’s overall health and fitness. One of the most common ways
to monitor one’s health or fitness related metrics is remotely, and some insurance providers offer discounts or
prizes as incentives to their subscribers for participating in an exercise program and recording their metrics
online (“Anthem Blue Cross,” 2017; Satter, 2017).
BBA 3551, Information Systems Management
Because this information is being served from the cloud, it can be accessible by
doctors,
patients,
health
UNIT
x STUDY
GUIDE
clubs, employers, insurance companies, and others. This is an excellent way to
monitor a person’s progress
Title
in a fitness or weight loss program. For example, a physician can monitor a patient recovering from heart
surgery by reviewing the recorded metrics.
Examples of Business Intelligence Systems and Social Media IS
Business intelligence systems take
structured and unstructured data to
produce a source of collective
knowledge that can be used in data
analytics (Kroenke & Boyle, 2017). An
example of this type of technology is in
the use of exercise equipment over the
cloud. In order to maintain an exercise
regimen during extreme weather
conditions, such as high temperatures
during the summer and extreme cold
temperatures during the winter months,
one can purchase a treadmill to help
maintain exercise goals (such as a
minimum of 30 minutes, 5 days per
week). Most exercise equipment has
the ability to download and store
exercise programs to help improve
endurance, increase heart rate,
Figure 1: Many treadmills use different programs to help users collect data
increase metabolism, and provide other
and maintain goals.
(Sport-Tiedje GmbH, 2017)
health advantages. For example, some
treadmills can download virtual
environments that simulate a specific setting such as running a marathon or running along a nature path.
Other programs that exercise equipment can provide are training workouts with specific goals in mind such as
maximum fat burns to help burn calories or cardio exercises to increase blood circulation and to help improve
heart health (Figure 1).
Most computerized exercise equipment, including treadmills, can synchronize with an online app that uploads
activity metrics and translates them into meaningful data such as graphs and charts. This also enables the
treadmill to download user-personalized workouts, track workout results, and track the user’s progress
against other users.
The user can then monitor his or her progress via a mobile app on a compatible phone (e.g., iPhone, Android)
and on the web from a laptop or tablet. In addition to the fitness training programs, there is also a social
community where users can provide motivation to one another.
Social networking allows people to connect with one another and to share content. This network of users is
supported by a social media IS. In the fitness example used above, users can view their fitness information in
the form of digital reports on a mobile device such as a smartphone or tablet. This data is stored on the cloud
so it can be retrieved from just about any computer device. These reports are generated with reporting
applications that use business intelligence. Business intelligence is defined as the manipulation or translation
of data into meaningful information. The purpose of business intelligence reports is to provide useful
information from which observations can be made. This data is obtained when basic reporting operations are
performed such as sorting, filtering, grouping, calculating, and formatting (Kroenke & Boyle, 2017).
BBA 3551, Information Systems Management
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Microsoft (MS) Excel is one application that can perform all of the basic reporting
operations
create reports.
UNIT
x STUDYtoGUIDE
If you are familiar with MS Excel, then you know that you can use this softwareTitle
to create statements such as
monthly sales reports. This is one example of how you can use
reporting applications to develop business intelligence. Therefore,
by evaluating several monthly sales reports, you can gauge how
well the business is doing or not doing. You can also predict future
trends for products or services. If sales for a certain appliance is
dropping, this tells you to reduce the number of reorders, look for
a new or upgraded version of that appliance, or perhaps
discontinue the product altogether.
Let’s look at another example such as a fitness tracker (Figure 2).
There are several brands of fitness trackers, but they all have one
thing in common—to help you keep track of fitness metrics. As
you go about your day, the fitness tracker records physical activity
and stores that data on the device. In order to access that data
from another device, such as a tablet or computer, you will need
to synchronize the device to the fitness application. You
synchronize the data from your fitness tracker to the fitness
Figure 2: Fitness trackers use technology to
application via the cloud. Depending on the brand, the device
record data.
could be recording the number of steps you take, your heart rate,
(BMoreliff, 2016)
calories burned, and even your sleep patterns. Because this
information is stored on the cloud, you can view the data from just about any computing device such as a
mobile phone, tablet, or computer. You can then review the statistics in a variety of visual forms such as
graphs, charts and even animated diagrams. These reports help you to analyze the data, detect patterns, and
identify potential health issues. Users can also share these statistics on the web in social fitness networks or
chat with health experts or fitness trainers.
Privacy and Security
The availability of cheap cloud processing makes processing consumer data easier and less expensive every
day. The result is more and more data, and that data is processed by more and more sophisticated
algorithms. George Orwell’s book 1984, which was science fiction when published, is becoming closer to
reality. This dystopian story takes place in 1984, where society is ruled by a totalitarian government that
manipulated media to control its population (Fitzpatrick, 2013). North Korea is a good example of a totalitarian
government because the country is isolated from the rest of the world, and its people are oppressed by the
regime of Kim Jong Un through the use of various media such as newspapers, posters, radio, and television.
The Internet, taken for granted by many citizens in the United States, is virtually unheard of in North Korea.
Even for those few who may have access to the Internet, only a few (approved) websites are provided to its
people by the North Korean propaganda bureau. North Korean citizens who are accused of violating its
censorship laws are met with harsh punishment such as jail time, reprogramming, and even death (Kim,
2010).
In North Korea, the government uses mass surveillance to censor its people, severely restricting them of
basic freedoms. There are four basic freedoms in the first amendment of the U.S. Constitution:
Congress shall make no law respecting an establishment of religion, or prohibiting the free exercise
thereof; or abridging the freedom of speech, or of the press; or the right of the people peaceably to
assemble, and to petition the government for a redress of grievance. (National Archives, n.d., para. 6)
In the United States, organizations routinely use surveillance to monitor its employees, and the U.S.
government also uses surveillance to monitor its citizens. So, what is the difference between surveillance in
the United States when compared to North Korea? The difference is that U.S. citizens, unlike the citizens of
North Korea, are protected by the Privacy Protection Act, the Electronic Communications Privacy Act (ECPA),
and the Communications Assistance for Law Enforcement Act, coupled with the fourth amendment of the U.S.
Constitution (Hannon, 2017). So, what does all of this mean? This means that government officials can
monitor electronic communications for potential criminal activity while protecting the privacy of U.S. citizens.
What does this mean for the data that is stored in the cloud? If we use fitness trackers and store information
in the cloud, is our information safe from hackers? If we participate in social networks, what are the risks?
BBA 3551, Information Systems Management
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These are questions we should ask ourselves in regard to expectations of privacy.
UNIT x STUDY GUIDE
Title
In this unit, we examined how social media can be used as an information-gathering tool to increase
knowledge and business intelligence through the use of social media IS. We also examined the expectations
of privacy when using social media. Even though electronic media is monitored by the U.S. government, it is
only to detect and identify potential criminal activity.
References
Anthem Blue Cross unveils engage platform. (2017). Health & Beauty Close – Up, Retrieved from
https://search-proquestcom.libraryresources.columbiasouthern.edu/docview/1953795804?accountid=33337
BMorellif. (2016). Withings Pulse O2 fitness tracker [Image]. Retrieved from
https://commons.wikimedia.org/wiki/File:Withings_Pulse_O2_fitness_tracker.jpg
Fitzpatrick, S. (2013, August). Orwell’s 1984: Are we there yet? Crisis Magazine. Retrieved from

Hamstra, M. (2017). Center of the storm. Supermarket News. Retrieved from https://search-proquestcom.libraryresources.columbiasouthern.edu/docview/1951884195?accountid=33337
Hannon, M. J. (2017). The importance of metadata in digital evidence for legal practitioners. Computer and
Internet Lawyer, 34(10), 1–19. Retrieved from https://search-proquestcom.libraryresources.columbiasouthern.edu/docview/1941694965?accountid=33337
Kim, S. Y. (2010). Illusive utopia: Theater, film, and everyday performance in North Korea. Ann Arbor, MI:
University of Michigan Press.
Kroenke, D. M., & Boyle, R. J. (2017). Using MIS (10th ed.). New York, NY: Pearson.
National Archives. (n.d.). The Bill of Rights: A transcription. Retrieved from
https://www.archives.gov/founding-docs/constitution-transcript
Satter, M. Y. (2017). After rosy Q3, anthem to launch digital health platform. Benefits Selling. Retrieved from
https://search-proquestcom.libraryresources.columbiasouthern.edu/docview/1955393869?accountid=33337
Sport-Tiedje GmbH. (2017). Cardiostrong treadmill TX50 [Image]. Retrieved from
https://commons.wikimedia.org/wiki/File:Cardiostrong_treadmill_TX50.jpg
Suggested Reading
The following sections from Chapters 8 and 9, which are located in the textbook in uCertify, are not required
for this unit, but the sections still contain beneficial information. You are highly encouraged to read them.
Chapter 8: Social Media Information Systems, Q8-8
Chapter 9: Business Intelligence Systems, Q9-9
Learning Activities (Nongraded)
Nongraded Learning Activities are provided to aid students in their course of study. You do not have to submit
them. If you have questions, contact your instructor for further guidance and information.
BBA 3551, Information Systems Management
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To test your knowledge of the material covered in this unit, complete the activities
below.GUIDE
UNITlisted
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Title
Chapter 8 Active Review
Chapter 8 Using Your Knowledge
Chapter 8 Collaboration Exercise
Chapter 8 Review Questions
Chapter 8 Cards
Chapter 9 Active Review
Chapter 9 Using Your Knowledge
Chapter 9 Collaboration Exercise
Chapter 9 Review Questions
Chapter 9 Cards
The activities are located within the chapter readings in uCertify. The Chapter 8 and Chapter 9 Active Review
sections, Using Your Knowledge sections, Collaboration Exercises, and Review Questions are located at the
end of each chapter. The cards can be accessed by clicking on the Cards icon within uCertify, which is
located to the right of the chapter title, and the icon in uCertify resembles the image shown below.
BBA 3551, Information Systems Management
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